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Standard User farbrortumm
(newbie) Wed 19-Apr-17 12:50:06
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Virgin Media - Appalling Service


[link to this post]
 
Hi all,
Just wanted to share our absolutely appalling experience with Virgin Media broadband over the last year:

x-posted from the Virgin Media Community forum:

Previous shenanigans described at:
http://community.virginmedia.com/t5/Speed/W6-Area-21...

Our internet went down on the Saturday again 15th of April - It is now the 19th of April, and we still haven't got service restored. The estimated fix time has been extended 6 hours every 6 hours from Sunday. Currently it's listed at

Overall, we've had appalling service the last 6 months. The internet has either not been working or been extremely slow during peak hours (Read: <1 mbit instead of 70, as measured by multiple speedtests on wired connections).

For this, Virgin has kindly agreed to take £5 of our £42 bill this month. It's a complete joke. When I asked to transfer to the customer relations department to talk to someone regarding our monthly costs, they offered us a rebate of a whopping £2.50 a month if we decided to sign up for another 12 months.

The quite rude guy at the retentions department couldn't understand why I wasn't interested in signing up for another 12 months with Virgin, and promptly hung up on me after I told him I wasn't interested in any sort of deal that extended our contract period.

I guess we'll be voting with our feet on this one, I'm absolutely appalled by the service from the accounts and retention departments. At least the poor guys at technical support were very apologetic and understanding.

Overall, I'd stay as far away from Virgin Media as I can. The service is either not working or extremely slow (Read, less than 1mbit out of 70mbit payed for) during peak hours. Their customer support is in shambles and they can't keep promises.


Best regards,
- Tobias
Standard User kebabselector
(member) Thu 20-Apr-17 09:17:01
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Re: Virgin Media - Appalling Service


[re: farbrortumm] [link to this post]
 
If you have the option then leave them, it's the only way to send a message.

ISP: Zen, getting around 6mb down - .8mb up
Exchange is Fibre enabled, Cab not economically viable to upgrade - though hanging on the carrot being dangled - 'There are projects to be initiated in 2017, however, we do not have a particular timescale at this moment.'
Stechford (CMSTE) Cab 50 - small cabinet of fail
Standard User ukhardy07
(knowledge is power) Thu 20-Apr-17 09:26:56
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Re: Virgin Media - Appalling Service


[re: farbrortumm] [link to this post]
 
I am in Area 21, but it is not that representative as not everyone is affected. I was West London, speeds dropped to around 2Mbps - 10Mbps on evenings and all streaming struggled. This was 1 year ago...

I voted with my feet and with BT have never had any slowdowns. I did give VM another chance around a month ago but still noticed slowdowns, so cancelled immediately.


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Standard User wolvesmad
(fountain of knowledge) Thu 20-Apr-17 11:01:53
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Re: Virgin Media - Appalling Service


[re: ukhardy07] [link to this post]
 
Got friends in Area 04 who are pulling their hair out with VM.

VM just keep pushing the fix date back and crediting their account.

200Mbps down to under 10Mbps during peak times, connection is absolutely useless, ping and jitter is crazy high.

Both looking to switch to a BT FTTC service.

OP - if you check the Virgin Media message board people are taking it up with these https://www.cedr.com/cisas/ and OFCOM directly.

-

BT BroadbandInfinity 2

Edited by wolvesmad (Thu 20-Apr-17 11:03:33)

Standard User BuckleZ
(fountain of knowledge) Tue 25-Apr-17 17:33:46
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Re: Virgin Media - Appalling Service


[re: farbrortumm] [link to this post]
 
Had service at around 5 different addresses in Area 26 (Northern Ireland) and touch wood, never had a single issue.

Virgin Media VIVID100

Edited by BuckleZ (Tue 25-Apr-17 17:34:04)

Standard User mlmclaren
(knowledge is power) Tue 25-Apr-17 21:09:33
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Re: Virgin Media - Appalling Service


[re: BuckleZ] [link to this post]
 
In reply to a post by BuckleZ:
Had service at around 5 different addresses in Area 26 (Northern Ireland) and touch wood, never had a single issue.


Why is the above relevant ???

Matt

Coaxial Powered Wonder-Bytes.
Standard User BuckleZ
(fountain of knowledge) Tue 25-Apr-17 21:27:52
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Re: Virgin Media - Appalling Service


[re: mlmclaren] [link to this post]
 
cause all i read on here is negative stuff about Virgin, hardly anything positive.

Virgin Media VIVID100
Standard User Saltank
(committed) Tue 25-Apr-17 21:45:17
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Re: Virgin Media - Appalling Service


[re: BuckleZ] [link to this post]
 
Been with Telewest in 2004 which then became Virgin Media and then been with them off and on.

My last experience was terrible, because I got the fastest service money could buy from them and it wouldn't be able to handle a simple Skype call during peak times, and dealing with them was very unpleasant and time consuming.

Dealing with their reps in India is the worst. Eventually I got out of the contract and they took all their equipment back.

Now I am trying to get it installed again, they had to delay the install due to incompetent engineers and of course I had a call from India telling me my installation was pushed back by two weeks and there's nothing I can do about it!

:/
Standard User mlmclaren
(knowledge is power) Tue 25-Apr-17 22:06:42
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Re: Virgin Media - Appalling Service


[re: BuckleZ] [link to this post]
 
In reply to a post by BuckleZ:
cause all i read on here is negative stuff about Virgin, hardly anything positive.


Ahh yes, my apologies, I didn't read the first post properly, I though the OP was looking for advice but actually is sharing an experience or review...

This isn't really what the forums for, but then I assume it's not limited to just being for help and advice.

Matt

Coaxial Powered Wonder-Bytes.
Standard User broadband66
(fountain of knowledge) Wed 26-Apr-17 16:40:37
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Re: Virgin Media - Appalling Service


[re: mlmclaren] [link to this post]
 
"This isn't really what the forums for" [sic]

What are these forums for?

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
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